Customer Support Specialist - Telecommunications

Austin Fraser; Liverpool City Region, St Helens; On-site; GBP 25,000 - 30,000

Job description

Customer Support Specialist - Telecommunications

Monday to Friday 8:30am-5pm

Salary negotiable up to £30k basic dependent on experience

St. Helens based

My client are a trusted and valued provider of telecommunications solutions to businesses across the UK. They offer business mobiles, broadband, landline phone systems and VoIP solutions to thousands of businesses.

They are now seeking a UC Corporate Support Specialist to join their team in St. Helens. As a Corporate Support Specialist your primary focus revolves around delivering exceptional customer service. You will have knowledge and experience in the world of Business Phone Systems and Connectivity, including hosted telephony and SIP products.

Your primary responsibilities will include:

1. Being passionate about products, services and brands and understanding what they offer as a business.
2. Deliver exceptional customer service across our base of customers.
3. Provide 1st line support for VOIP, SIP and connectivity products.
4. Manage and support cases passed to 2nd / 3rd line to ensure resolutions within SLA and delivered to an appropriate standard.
5. Identifying and escalating complex issues to appropriate personnel for resolution.
6. Handling and resolving customer complaints and concerns in a professional and courteous manner.
7. Following up with customers to ensure their inquiries or issues are resolved to their satisfaction.
8. Provide support to help the processing of mobile and UC deals.
9. Maintaining customer records and updating databases with relevant information.
10. Using workplace systems and working compliantly and adhering to all of our networks suppliers and policies and processes.

Essential requirements:

1. Minimum 1 year of relevant experience with technical support of Business Phone Systems.
2. Good understanding of VOIP/Business Phone Systems including but not limited to Gamma Horizon, and 3CX.
3. A broad technical knowledge of IT, LAN/WAN and communications products.
4. Someone who enjoys making conversations over the phone and loves to leave a lasting impression on customers.
5. Ability to establish and maintain strong relationships with external support teams.
6. To act with integrity at all times.
7. Prioritizing workload and time management.
8. Someone who has the ability to adapt easily to change positively.
9. Attention to detail.
10. Works well under pressure with deadlines.
11. Experience working towards KPI's & SLA's.
12. A great team player.
13. Someone who will take the initiative and apply self-learning skills.

Benefits:

1. 33 days holiday including Bank Holidays.
2. Award winning bespoke training.
3. Employers Life Assurance Scheme.
4. Cycle to Work Scheme.
5. Workplace Pension Scheme.
6. Family and friends discounts available.

We would love to hear from you, don't hesitate to get in touch.